News

UPDATED: Information Regarding Customers Removed from Flight 2274

Sep 272011

Additional reports from our Employees and Customers onboard flight 2274 during a stop in El Paso on Sunday now confirm profane language was being used loudly by two passengers. At least one family who was offended by the loud profanity moved to another area of the cabin. Although we have reports of what Customers characterize as an excessive public display of affection, ultimately their aggressive reaction led to their removal from the aircraft. We do not tolerate discrimination against anyone for any reason. In this situation, their removal was directly and solely related to the escalated conversation that developed onboard the aircraft.
Our tenets of inclusion and celebration of diversity among our Customers and Employees—including those in the LGBT communities—anchor our Culture of mutual respect and following the Golden Rule. The more than 100 million people who fly Southwest each year reflect the great diversity of our country and our Company — and ALL are valued and welcome. In fact, we’ve been recognized as a leader in diversity throughout our 40 years of service.
Our Customer Advocacy Team reached out to extend goodwill and a full refund for an experience that fell short of the passengers’ expectation.